Operations Manager Customer Experience

The Team

Upstarts is seeking a highly skilled and motivated Operations Manager to help lead our Customer Support Team. The Operations Manager will be responsible for overseeing the daytoday operations of the Customer Support department managing team production and outcomes and providing leadership and guidance to a team of associates. The ideal candidate will have a strong background in people management operations and a proven track record of driving results in a fast paced environment.

As the Operations Manager Customer Experience at Upstart you will be responsible for ensuring the team is meeting all target KPIs such as productivity schedule adherence and quality. The Operations Manager will work closely with other key leaders across Upstart to help guide and implement strategies for the department. Additionally the Operations Manager will be responsible for providing leadership coaching and mentorship to associates.

Position Location This role is available in the following locations: Columbus Ohio. This role requires adherence to Upstarts digital first policy and also requires 2 days per month onsite at the ColumbusOH office.

Time Zone Requirements This team operates on the East Coast time zone.

Travel Requirements As a digital first company the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time inperson collaborating via regular onsites. The inperson sessions cadence varies depending on the team and role; most teams meet once or twice per quarter for 24 consecutive days at a time.

How youll make an impact:

• Manage and oversee the daily operations of the Customer Experience team ensuring efficient and effective workflows and processes.
• Help develop and implement strategies to optimize team performance and achieve department goals and targets.
• Monitor team performance metrics and KPIs identify areas for improvement and implement corrective actions as needed.
• Evaluate agent performance team effectiveness and customer service trends to drive continuous improvement.
• Collaborate with other departments including Product and Engineering Learning and Development and Quality Assurance to ensure seamless operations and adherence to company policies and procedures.
• Prepare and present reports and updates on team performance including key metrics trends and areas of improvement to senior management.
• Work closely alongside the Senior Ops Manager Technical Program Manager to ensure staffing conditions are being optimized.

What were looking for:

• Minimum qualifications:
  • 1 years of people management experience demonstrating strong leadership and interpersonal skills with the ability to motivate and inspire others to achieve their full potential
  • Proven track record of managing a highperforming team in a fastpaced customerfocused environment
  • Strong understanding of call center technology including telephony systems CRM software and performance monitoring tools
  • Excellent communication skills both written and verbal with the ability to effectively communicate with team members and senior management
  • Proven experience in uncovering driving and implementing process improvements. General Knowledge of computers and computer software applications with advanced proficiency in Google Suites (including spreadsheets word and presentation software)
  • Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions
  • Must be able to coordinate manage and guide multiple priorities and projects simultaneously and effectively through to completion
• Preferred qualifications:
  • 3 years of people leadership experience
  • 3 years of experience in Operations at a Financial Institution
  • 1 years of relevant experience in call center operations
  • Experience leading and managing a mix of contractors and employees
  • Strong technology background in call center operations with demonstrated experience in workforce planning
  • 1 years of experience in a preorigination loan processing environment

What youll love:

• Competitive Compensation (base bonus & equity)
• Comprehensive medical dental and vision coverage with Health Savings Account contributions from Upstart
• 401(k) with 100 company match up to $4500 and immediate vesting and aftertax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday vacation sick and safety leave
• Supportive parental family care and military leave programs
• Annual wellness technology & ergonomic reimbursement programs
• Social activities including team events and onsites allcompany updates employee resource groups (ERGs) and other interest groups such as book clubs fitness investing and volunteering
• Catered lunches snacks & drinks when working in offices

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